Bank accounts Best banks for customer satisfaction

How bank account providers score for customer service

We ask bank account customers to rate how satisfied they are with their current account provider, the table below reveals the best and the worst banks for customer service. To find out which bank accounts are Which? Recommended Providers see our tables.

Customer satisfaction for current accounts
Current accountsInternetTelephoneBranch availabilityCustomer serviceClarity of statementDealing with queries & complaintsCustomer score
First Directexcellentexcellentgoodexcellentexcellentexcellent85%
Norwich & Peterborough BSgoodn/asatisfactoryexcellentexcellentgood79%
Nationwide BSexcellentsatisfactorysatisfactorygoodgoodsatisfactory66%
Danske Bank (Northern Bank)excellentsatisfactorysatisfactorysatisfactorygoodsatisfactory66%
Clydesdale Bankexcellentsatisfactorysatisfactorysatisfactorygoodsatisfactory65%
Yorkshire Bankgoodsatisfactorysatisfactorysatisfactorygoodsatisfactory64%
Smileexcellentgoodpoorgoodgoodgood64%
Cahootgoodn/an/agoodgoodsatisfactory63%
Santandergoodpoorgoodpoorsatisfactorypoor62%
The Co-Operative Bankgoodsatisfactorysatisfactorygoodgoodsatisfactory61%
Halifaxgoodpoorsatisfactorypoorsatisfactorypoor57%
Lloyds Bankgoodpoorsatisfactorysatisfactorygoodsatisfactory57%
Intelligent Finance (IF)goodsatisfactoryn/asatisfactorygoodsatisfactory56%
TSBgoodpoorsatisfactorysatisfactorysatisfactorysatisfactory56%
Barclaysgoodpoorsatisfactorysatisfactorysatisfactorysatisfactory56%
Bank Of Scotlandgoodsatisfactorysatisfactorysatisfactorysatisfactorysatisfactory56%
HSBCgoodpoorsatisfactorysatisfactorysatisfactorysatisfactory56%
NatWestgoodpoorsatisfactorysatisfactorysatisfactorysatisfactory55%
Bank of Irelandgoodpoorpoorpoorpoorpoor51%
The Royal Bank Of Scotlandgoodsatisfactorysatisfactorypoorsatisfactorysatisfactory51%
Ulster Bankgoodpoorsatisfactorypoorpoorpoor50%

Table notes

n/a = sample size too small
Average overall customer satisfaction score is 60%
Sample sizes: First Direct (300), Norwich & Peterborough BS (52), Nationwide BS (517), Danske Bank (48), Clydesdale Bank (120), Yorkshire Bank (182), Smile (80), Cahoot (51), Santander (528), Co-operative Bank (305), Halifax (515), Lloyds Bank (519), Intelligent Finance (51), TSB (301), Barclays (531), Bank of Scotland (178), HSBC (514), NatWest (514), Bank of Ireland (44), Royal Bank of Scotland (51), Ulster Bank (50)  - Total sample size: 5,945

Our research

Customer scores are based on a survey of an online panel of respondents from the general public, who were invited to take part in the bank account customer satisfaction survey - during March 2014. The final sample size was 5,945.

Overall customer scores are worked out using a combination of overall satisfaction and how likely the respondents are to recommend their bank to a friend. Companies need at least 30 responses to be given a rating.

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